Employee Satisfaction and Motivation in London Retail - Dissertation Example

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Employee Satisfaction and Motivation in London Retail Stores: The Case of Apple By ZohaibManzoor (0729032) Presented to the Brunel Business School 2013 Total Number of Words: 8,465 Executive Summary It has been widely spread on news reports that Apple’s sales in London has significantly gone down due to its poor customer service…
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Employee Satisfaction and Motivation in London Retail
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Download file to see previous pages Table of Contents Executive Summary ………………………………………………………………………… 2 Table of Contents …………………………………………………………………………… 3 1. Introduction …………………………………………………………………………. 5 1.1 Purpose of the Study ……………………………………………………… 6 1.2 Research Objectives ………………………………………………………. 6 1.3 Rationale for Choosing the Research Topic ………………………………. 6 1.4 Scope and Limitations …………………………………………………….. 7 2. Literature Review …………………………………………………………………... 8 2.1 Motivational Theories …………………………………………………….. 9 2.1.1 Content Theories ……………………………………………… 9 2.1.1.1 Maslow’s Hierarchy of Needs …………………... 9 2.1.1.2 Alderfer’s ERG Theory …………………………. 12 2.1.1.3 Herzberg’s Motivator-Hygiene Theory …………. ...
.…….. 15 2.1.3 Summary of Theory in Practice ………………………………. 15 2.2 Importance of Keeping Each Employee Motivated and Satisfied with their Work ………………………………………………………...…. 17 2.3 Factors that May Increase or Decrease Each Employee’s Work Satisfaction …………………………………………………………. 21 2.4 Factors that May Increase or Decrease Customer Satisfaction …………… 21 2.5 Strategic Ways on How Employees can be Motivated in Increasing the Quality Service They Give to the Company’s Customers … 22 2.6 Theoretical Framework …………………………………………………… 25 3. Research Methodology ……………………………………………………………… 26 3.1 Research Method Design ………………………………………………….. 26 3.2 Research Questionnaire Design …………………………………………… 28 3.3 Research Ethics ……………………………………………………………. 29 4. Research Findings and Analysis …………………………………………………….. 29 4.1 Part I – Demographic Profile ........................................................................ 29 4.2 Part II – Employees’ Work Attitude and Behaviour .................................... 31 4.3 Part III – Relationship between Dependent and Independent Variables ..... 32 5. Conclusion and Recommendations ………………….....................…………………. 36 References ………………………………………………………………………………… 38 - 45 Appendix I – Research Survey Questionnaire ...Download file to see next pagesRead More
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